ComplaintsforLA Style Rush

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a pair of shoes, for my granddaughter ******, from LASR on 11/17/2023, ORDER LASR-*****, for $88.00 ($94,82 with tax), The shoes were delivered, according to LASR, on Sunday, 11/19/2023 to my house in *******************, **. The shoes were a Christmas present for my grand-daughter and I kept them at my house for Christmas. Unfortunately, they were not able to come on Christmas and I wasn't able to give her the shoes until January 16, **** (when she got back from Tennessee). I wrote to LASR on 1/18/24 and told them that the shoes were too small even thou my granddaughter Does wear the size I purchased (size 8). I asked if they could exchange the shoes for the exact same pair in a size larger (size 9). they refused saying they go by Order date and not delivery date and they cant exchange them.Looking on ****** it appears their shoes run small and many other people have complained about it. probably because LASR wouldn't exchange their shoes either. I can see if the shoes were worn or that it was shipped directly to my granddaughter but this was the ONE Christmas gift she wanted and now I have to buy another $80 pair of shoes as its her Christmas gift.My view is that the shoes "run small" I was not notified of that or i would have purchased a larger size. And I am not asking for a refund, only an exchange, these shoes are now on sale and I paid full price, they would make money. Instead, as a first time customer, they treated me so badly.I would hope you can appeal to their better business side and hopefully resolve this issue, as I still want the shoes, just in a bigger size.Thank you for your Help.*********************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Off-brand small businesses so beware of buying from them! If you are 100% sure you'll love the item & not need to return it - buy from them. But our experience - shoes were way too small - after a 3-week email exchange, they said no. After hearing a different story with every email exchange as to why the "no" over the 3 weeks - it was still a no. Despite their policy stated on the website and despite my going through the process of sending pics of the item as requested by the owner. We only wanted to exchange size and it was a no. These types of off-brand store experiences sadly keep us buying from the big chain stores.

  Business response

  11/17/2023

  Dear Better Business Bureau,

  
  I hope this letter finds you well. I am writing to provide clarity and transparency regarding the return policy at our store, LAStyleRush. We appreciate the opportunity to address any concerns raised by our customers and uphold our commitment to fair business practices. Our store takes great pride in offering quality products and ensuring customer satisfaction. To maintain transparency, we have implemented a return policy that is communicated clearly to our customers from our website, and purchase receipts such as their packing slips.
  

  Our return policy is as follows:

  All items that are marked as on sale are considered final sale and cannot be exchanged or returned. We have implemented this policy to provide customers with the best possible pricing on sale items, allowing us to pass along significant savings. Our customer are able to find this store policy under the "Store Policy" link ( ************************************************* ) shown at the bottom of the website and they are able to contact us through Live Chat support or email if they have any questions before making their purchase. We believe it is essential to communicate this policy clearly and prominently to our customers, as we understand the importance of informed purchasing decisions.
  

  Enclosed please find the last email written to *******************************, also with an attachment of the store policy and product listing as an "On Sale" item, showing her that the item she purchase was a FINAL SALE item. The included packing list also has a FINAL SALE stamped to the paperwork and we have asked her multiple times to show us the paperwork and she mentioned that she threw the paperworks away. We have reason's to believe that she does know about the policy and is just trying to find a way around the store policy.

  If you have any further questions or require additional information, please do not hesitate to contact us directly at ************** or ****************************** We are more than willing to collaborate with the Better Business Bureau to address any concerns and ensure that our customers' expectations are met.
  

  Thank you for your attention to this matter, and we appreciate your ongoing commitment to promoting fair business practices.

   

  *******************

  Manager

  LAStyleRush.com

   

• Initial Complaint

  12/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased from LAstylerush.com in February of 2022 and pre-ordered both a backpack and matching wallet. Several months later, I received the backpack and on 10/13/22 received an email that the wallet had been delivered. I never received the delivery however, and on 11/4/22 I called the company to inquire. I received an email over a week later telling me to contact route protection. Route protection told me I was outside of the allotted time period and to contact the company I ordered from. We went back and forth in several emails which resulted in them telling me I was now outside of their allotted time period as well and they were not responsible for refunding my money or replacing my undelivered item. I am seeking a full refund of $53.75.

  Business response

  12/09/2022

  We have contacted USPS and they have confirmed that this package was delivered to the address provided at the time of checkout on October 13th, 2022. Delivery confirmation can be checked using USPS tracking number 42******************1596853573 as well as in the attachment provided. Per our company policy once a package has shipped LA Style Rush is not responsible for packages that are lost, stolen, or that have been tampered with during transit. 

• Initial Complaint

  03/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a Loungefly mini backpack from Lastyle rush on 2/2/2022. The bag was shipped out on 2/8/2022 and I received a package from Lastyle rush on 2/15/2022. However, the package was tampered with and my purchase was removed and replaced with a bottle of makeup remover. After speaking with LAstyle rush, we decided it was probably tampered with by someone at UPS and I filed a claim with them. They said they approved my claim and all that was left was for LAstyle rush to fill out the paperwork regarding the purchase. I have contacted them multiple times since then with no reply. The only time I’ve heard from them was after I initially received the wrong item. The phone number listed for their business doesn’t work and multiple emails to their customer support email address have warranted no response. I even commented on their Instagram multiple times in hopes of hearing something back. Right now I have no Loungefly bag and I’m out $100. All I want is for LAstyle rush to fill out the paperwork from UPS so I can get my money back.

  Business response

  04/01/2022

  As discussed with the customer, the package was likely tampered with during transit and the item the customer purchased was swapped with a makeup remover product that we do not carry, so it could not have been an error on our end. We offer Route Shipping Insurance to all of our customer that would have covered the customer in this situation but the customer opted to not use this insurance. Had the customer purchased the shipping insurance offered Route would have assisted them with either a replacement or refund. Per company policy we are not responsible for packages that are damaged, tampered with, or lost during transit. When a claim is filed with the post by a customer the post either resolves it or denies it with the customer. We do not fill out any paperwork for claims filed by customers in instances like this. We received no mail or contact in any form from UPS regarding this customers claim. Nor were we provided a claim number or any proof that the customer filed a claim in the first place so we would not be able to assist in the claim that the customer said they filed. 

  Customer response

  04/01/2022

   I am rejecting this response because:
  
  As mentioned in my claim and as well as in an email to LAStyle rush, I am not saying this was an error on behalf of LaStyle rush. However, as the screenshots show, Route protection was NOT offered to me on this purchase. Nor was it available to add. (See screenshots from original claim). As far as them not knowing I submitted a claim, I also have several screenshots of emails sent asking them to complete paperwork sent by UPS. If this company had bothered to email me back, I could’ve provided the claim number and any other information they needed to already resolve this issue. Not only did I email, I also commented on several Instagram posts asking for a direct message for assistance. This BBB response is the first I have heard from them in over a month. Again, I am not asking for LAStyle rush to replace my bag or give me a refund, even though route protection was not offered to me with my purchase. UPS has already accepted the claim but they can’t proceed until paperwork is complete. I cannot understand why LAStyle rush wouldn’t be willing to fill out paperwork to help me, and if they haven’t received it they could’ve reached out to me to tell me that. 

  Business response

  04/05/2022

  As stated in prior correspondence we cannot fill out paperwork for a claim that we did not receive. UPS has not contacted us or sent us any claim information and when we called they informed us that they could not find claim information regarding this shipment. If provided the claim information or paperwork that we need to fill out we are willing to do so.

  Customer response

  04/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will contact LAStyle Rush via email with the additional information they need to complete the paperwork. However, seeing as though I have had trouble in the past communicating with them via email, if I receive no response I would like to reopen this case with the BBB. 

• Initial Complaint

  02/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 $50 wallets and a $100 dollar backpack which was a pre-order. The wallets were sent out for delivery first. I was told both wallets were sent out. When I received the order there was only 1 wallet in the package. I immediately emailed them letting them know I was missing an item from my order. Their response can you give pictures of item and package. Which was sent in a polymailer. On the invoice it said 2 wallets were supposed to be in the package. I sent pictures and their response was, their warehouse looked at the issue and said both were shipped. Really all the packages going out and they know exactly which mine was. The package had no holes or was tampered with but according to them they were both in there when it left their warehouse. Then they went on to say since I didn't pay extra for the package protection than I out of luck and to file a claim with the post office. To me they purposely do this because they know we can't do anything since we didn't get the extra protection plan. It's a total scam. I went to the post office and the postage they used wouldn't even allow me to do a claim since there is no insurance. So basically they told me im out $50. Horrible customer service. I saw similar reviews and complaints about this same issue. They know exactly what they are doing and how to get away with it

  Business response

  03/08/2022

  As all orders have order numbers and invoices we are in fact able to pull up each customers order to see exactly what was shipped and any other information pertaining to an order. We have protocols in place to avoid orders being short shipped and have confirmed with the shipping department that the package contained all items that were to be shipped at the time of shipment. In order to create a shipping label we have to take the completed package, weigh it on a scale, and then the label is created based on that weight. Just like they do at the post office when you take something to be shipped. These weights have to be exact because if the weight does not mach the label the postal service will reject the packages and they will be returned to us with a fee. A 12 oz label was used for this shipment, each wallet weighing 6oz. As we provide free shipping for our customers and cover the shipping cost, if the package did not have the full order and weigh the total that it did it would be an unnecessary expense for us to pay for a more expensive shipping label. We understand that items can get lost or stolen during transit and offer Route Shipping Insurance for instances such as these. The customer opted not to use this service and we are not responsible for lost or stolen items so the next step would be for them to file a claim with the post. 

  Customer response

  03/08/2022

   I am rejecting this response because:
  They are at fault here. They did not ship the item. They only put 1 item in the package. There is no way only 1 wallet fell out of the package.  When I received the package it was sealed shut with no holes and any indication that it was tampered with.  What they said about having to weigh and ship is completely false. You can make a label and put any weight and the label will print. I have shipped many times and always put over the amount that it actually weighs just incase the post office weighs it differently. So they could have easily put 12 oz and only sent the 1 wallet that is 6oz and it would have not affected the shipping label. The post office will not charge you if you put more weight for your package.  Only if it weighs more and you put less. They knew exactly what they were doing. So if someone complains like myself they can say oh we put the label for 12 oz which doesn't matter because they only put 1 6oz wallet but since they put 12 oz they are trying to say they put 2 wallets. Also they provided free shipping because I spent over $150 dollars. When I sent an email they said to file a claim with the post office but I couldn't even do that because the postage they used didn't even have the basic insurance. This particular item was sold out quickly so my guess is they over sold and didn't have enough and now I get screwed.
  

  
  

  Business response

  03/22/2022

  We apologize for the delayed response. I saw that in the case on BBB is was unnecessary to respond but I still wanted to follow up and provide an update regarding this customers order. This customer has been refunded for the wallet that they claim did not order as well as the remainder of their order that was due to ship in August. I have attached an order invoice to this email with proof of refund. We hope that this will satisfy the customer. Please let me know if anything else is required to resolve this issue.

  
  

• Initial Complaint

  12/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for an Exclusive Loungefly Bag (Pre-Order) on April 6th, 2021 for amount of $91.59. Order was paid in full and the waiting game begins. Months flew by, I had to move homes and I emailed LA Style Rush informing them of my move. I did this same process with multiple companies, orders and most informed me they would change the ship to address and not to worry. However, LASR emailed back and the email was collapsed, I could not read message, I didn’t think much of it since most companies helped me and confirmed new ship to address. I later received a shipping confirmation from them and now awaited the delivery to my new address. Following day, around 9:50AM I get a Delivery Confirmed email from USPS. I thought it EXTREMELY odd since I have never seen USPS Deliver so early in the day. I was not home during delivery, I rushed back to acquire package but NOTHING. I ask my family and they didn’t receive it. I quickly look into the email, having to do a “view website” variation and this company asked to confirm OLD address. I did all the steps correct on my end, I emailed from same email address as order, provided new ship to address, informed I was moving, in my original email. I didn’t understand how they allowed this order to be shipped. Great customer service would have pulled order from being shipped until I responded back or would have at least REattempted to confirm with me. I emailed them about this issue and they reiterated they have to confirm original address and they would submit a claim with USPS and recommend I do as well. Weeks pass by, I hear nothing, I email again and they basically said they won’t do anything due to their “policy” of needing original address to change new address. I am so upset with this company, I just want the product I purchased and paid for. I even went as far as going to old address to check if package was there but NOTHING. I know this is a small business and don’t expect the world, only for them to do what’s right.

  Business response

  12/24/2021

  On October 1st, 2021 the customer contacted us requesting to update their address. On October 4th, 2021 we responded to the customer and requested confirmation per our company policy. Like many companies, we always take extra steps to request verification from customers in order to avoid attempted fraudulent updates and/or changes made to orders regardless of what email they contact us with. We also always confirm that the address customers would like their order updated with, as it is not uncommon for customers to have typos or accidentally swap house numbers when providing details. We received no verification for the customer confirming their information, nor did the customer receive any confirmation from us and therefore we did not change the customers address on their order. The customer states that the email they received from us was collapsed, the cause for this we do not know, but the customer made no attempt to follow up or reach out informing us that there was an issue with the email. We received no contact from the customer until November 5th when their order had already been shipped out. The order was shipped to the address that the customer provided to us at the time the order was placed. We offer shipping insurance that covers issues like this, that would have provided a refund or replacement in this situation, but the customer opted out of purchasing the insurance. As stated in our Terms & Conditions, unless orders are placed with signature confirmation at the time of delivery, we are not responsible for lost or stolen packages. It is also stated on our site that once an order has been confirmed, we can no longer cancel or modify the order. We would have made an exception for this had he customer followed up and confirmed their information. As a seller it is our responsibility to fulfill orders and send them to the address provided at the time of checkout, which we did. It is the customers responsibility to read the store policies before they place their order and also their responsibility to reply to and confirm information to correspondences. Attached to this response is the communication and dates of correspondence with the customer.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩